Senior Account Resolution Representative - Auto Operations

Wells Fargo • Irving, TX

11d • Onsite

About The Position

Wells Fargo is seeking a Senior Account Resolution Representative in Auto Consumer Contact Collections. Learn more about career areas and lines of business at wellsfargojobs.com. In this role, you will: Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance Provide feedback and suggest improvements to processes and tools within the Account Resolution function Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness Proactively identify risks in team policies and procedures and propose mitigation strategies Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

Requirements

• 4+ years of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• This position is not eligible for Visa sponsorship
• Must work on-site at the location listed
• Must be available to attend the full duration of required training period
• Flexibility to adjust hours, as requested, based on business need

Nice To Haves

• Experience in a call center environment
• Background in collections, post-collections, and charge-off processes
• Knowledge of skip tracing techniques and tools
• Proven ability to meet production goals, deadlines, and performance metrics
• Strong negotiation, influencing, and collaboration skills to build effective relationships
• Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues
• Ability to thrive in a team-oriented environment
• Flexibility to work effectively in a structured yet changing call center setting
• Customer-focused mindset with the ability to identify needs and recommend appropriate solutions
• Strong verbal, written, and interpersonal communication skills
• Familiarity with collections or first payment default loss mitigation strategies
• High level of analytical thinking with strong attention to detail and accuracy
• Bilingual speaking, reading, and writing proficiency in Spanish/English

Responsibilities

• Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts
• Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures
• Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance
• Provide feedback and suggest improvements to processes and tools within the Account Resolution function
• Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff
• Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics
• Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations
• Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness
• Proactively identify risks in team policies and procedures and propose mitigation strategies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees